Customer Service Specialist required with 2 years plus experience in customer service / order management function. Long term contract based in Galway city.
Key Responsibilities:
* Answer telephone calls and emails from both internal and external customers in a prompt and efficient manner, adhering to key Service Level Agreements.
* Track and monitor all Customer contacts to understand trends in demand.
* Log and maintain customer queries and contacts on the system.
* Stay up-to-date on products, inventory, promotions, etc., necessary to provide impeccable customer service.
* Communicate proactively with internal and external customers on any queries or requests.
* Provide information or escalation routes to Customers in a professional, positive, and courteous manner.
* Stay informed of any changes to escalation methods or contacts worldwide to effectively support Customers.
* Escalaorate order-related queries to the appropriate departments.
* Maintain Team Lead informed of all changes, issues, and potential concerns of all customer accounts.
* Collaborate with various internal departments as needed to ensure customer requirements are met.
* Fulfill all CS Standard Operating Procedures (SOPs) in line with our Quality Management System and deliver an excellent customer experience.
Requirements:
* Two years plus experience working in a call-centre or Customer Service function is advantageous.
* Proficient in MS Word, Excel, and Outlook.
* Experience in SAP or a similar ERP system.
* Able to effectively collaborate with others.
* Work effectively in a fast-paced environment with shifting priorities.
* Fluency in a second European language is a distinct advantage.